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ITIL ITIL-Foundation - ITIL Foundation Certification - IT Service Management

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Page: 3 / 9
Total 324 questions

The consideration of value creation is a principle of which stage of the service lifecycle?

A.

Continual service improvement

B.

Service strategy

C.

Service design

D.

Service transition

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A.

Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

B.

Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

C.

Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

D.

What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

A.

Service design: Design the processes

B.

Service strategy: Develop the offerings

C.

Service transition: Plan and prepare for deployment

D.

Service operation: IT operations management

Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".

What are these four Ps?

A.

People, process, partners, performance

B.

Performance, process, products, problems

C.

People, process, products, partners

D.

People, products, perspective, partners

Which of the following should be considered when designing measurement systems, methods and metrics?

1. The services

2. The architectures

3. The configuration items

4. The processes

A.

2 and 3 only

B.

1 and 3 only

C.

2 and 4 only

D.

All of the above

Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?

A.

Suppliers, manufacturers and vendors

B.

Customers

C.

Internal departments

D.

The facilities management function

The design of IT services requires the effective and efficient use of “the four Ps”. What are these four Ps?

A.

People, process, partners, performance

B.

Performance, process, products, plans

C.

People, process, products, partners

D.

People, products, plans, partners

What do customer perceptions and business outcomes help to define?

A.

The value of a service

B.

Governance

C.

Total cost of ownership (TCO)

D.

Key performance indicators (KPIs)

Which one of the following do technology metrics measure?

A.

Components

B.

Processes

C.

The end-to-end service

D.

Customer satisfaction

Which one of the following does service metrics measure?

A.

Functions

B.

Maturity and cost

C.

The end-to-end service

D.

Infrastructure availability